National Home Protection

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Bad Warranty Company

By BMW M5 - 07/16/2009

Don't by a warranty from this company (NAC).They will try to get out of paying a claim. I bought the Pinnacle policy. They took 4 days and a inspector to come look at the car. The inspector told NAC that the repairs were legit. Still they did not want to fix my car without shopping for used cheap parts. Meanwhile my car sat for a week while they made excuses... Don't buy a warranty from this company.

DALLAS, TEXAS -- This is regarding National Home Protection's Home Warranty. Their salesman sold 5 years transferable service agreement for $1500.00. (Purchase date January 15th 2009, with promise of 11 free service calls and Lowe's Gift card. Never really received gift card as of today. When we made first service call and they charge $60.00 service call charge which was supposed to be free.) They give their service contractors number and ask me to contact them. None of those guys were able to fix my problem (I went to Home Depot got help from those guys and fix my problem).They never fixed that problem.

When I called customer service they gave promise of same day service but sounds like their call center is out of US some place and has no idea what they are selling. They just go through list of contractor in their website and give those number that's all they do. They don't have any escalation route. We were not happy with service; therefore, I called and cancel service within trial period (30 days) at the time when I purchase contract salesman said I could cancel service anytime if I am not happy with service and they can prorate credit and refund my money.

BEWARE: AFTER 30 DAYS TRIAL PERIOD THEY WILL NEVER CANCEL CONTRACT EVEN THOUGH SERVICE IS MONTH TO MONTH. YOU WOULD LOSE YOUR MONEY. They never refunded my money after cancellation of service. And never sent their contract agreement as they promise.

At that point I begin to realize that this company was fraud. I called them frequently (5 times every single day) to make sure that I don't pass my trial period which was 30 days. Every time I call customer service, their agent ** said "they have submitted request for cancellation and their account manager will review request for cancellation and get back to you". When I ask to speak with their manager they said "we can't transfer to manager. We don't have ability to transfer to manager therefore our account manager will contact you."

When I ask for email contact they said they don't have customer service email. I then fax cancellation request at Fax: (888) 306-9916 within trial period. And also disputed my charge with Discover card. Discover card were able to issue temporary credit at first but then later they reverse change after few month. As of today nobody from NHP has contacted me.

I called today at their customer service number at Phone: (800) 608-6045 but I am getting recording. They never return answer to my voicemail. It seems like never ending battle. I am feeling like I was robed by this company. Now I have file complaint with BBB, they are working on this issue. Hopefully, they will help me with this. Guys please save your money and never do business with this (NHP) "Shame of America".

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National Home Protection Refuses to Cancel My Contract

By mtu - 02/27/2009

NEW YORK, NEW YORK -- This company refuses to cancel my contract; they lied to me about the cancellation policy. I found this company online while shopping for different home warranties. I had to put my contact infos in order to get a quote and sure enough the following day I was called by these crooks. I asked them about the cancellation policy and they told me that I can cancel anytime with full refund of my money. I requested a hard copy of this policy to be sent via the mail and this never happened. Because the terms of the contract would have been more advantageous if I would lock the rate for 5 years, I purchased a 5 year contract with them -1950 USD.

Few days after, because I done a research online as I was waiting for my contract to arrive and I've seen multiple complaints against this company, I decided to cancel my contract (my contract would have been in effect 30 days after I purchased it). I tried to call them and because nobody was answering, I've sent them via email and via regular mail a request for cancellation.

I also notified my cc about this, expressing my concerns that I was a victim of a fraud. My CC advised me to wait and try to contact them over the phone and if the NHP will not refund my money, the CC will do that. I finally managed to speak to a live person who gave me a cancellation number and told me that I will have the refund in 7-10 days. I called again in 7 days, as no refund was made, I was told that my cancellation request is in the processing department and that I will have my refund in 15 days.

Those days passed, no refund was made. I called again and they told me that they didn't receive any cancellation request and that there were no persons by those names working for the company. I resent everything by UPS and fax it from the UPS store. My CC refunded me the money but only temporarily.

I just got a letter from my CC in which this NHP stated that the company never received any cancellation request and also that I completed the transaction online which is a lie. They provided my CC a FORGED screen shot from the computer claiming that I checked the agree with terms and conditions, which I never did. I talked to my CC but apparently they can't do anything, although I contacted them in less than 1 week to let them know that I'm a fraud victim. Stay away of these crooks as they are out there for no good but taking your money in any way they could.

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Fraudulent Contract

By motherhen - 02/07/2008

I was divorced the end of 2006 and a 'friend' had told me about home warranty services since I was planning on buying another home. I looked them up on the computer and NHP had a place to leave your name and phone number. A day later I received a call from NHP offering me a contract. I explained to them 'I was not divorced yet' and I 'had not bought a home yet'. Even with that information they proceeded to sell me a contract. They offered a 5 year contract at a reduced rate and said if I took it they would send me a $500.00 Home Depot card. I agreed.

They did not say anything about the terms of the contract, only that they would pay for any repairs or replacements to anything in my home. I did not know anything about the 'must be in working order' on the date of the contract. If I had, I would not have bought the contract. I did buy the contract. I looked over the contract when I received it and noticed the 'must be in working order' and should have contacted them at that time. Being naive, I didn't. I also never received the $500.00 Home Depot card.

After I bought the house, had repairs and inspection done I moved in. Soon after I had to call for service and they denied my claim. I have tried to get my money back and have told them I considered the contract null and void since they had not given me the complete information on the contract. They stopped taking my calls and emails.

I sent letters of complaint to the BBB, D.A.'s office, and Attorney General's office. I even sent a certified letter to customer service. I finally filed a small claims suit to try to get my money back. They have never tried to contact me except to try to get me to extend my contract after a year. I am out a considerable amount of money (for me) and have learned a very valuable lesson. I don't want them to do this to any other people if I can help it.

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Home Warranty - A/C Problem Not Fixed Without Proper Explanation

By mommyof2 - 11/20/2007

HOUSTON, TEXAS -- This company was a complete joke, NOT WORTH YOUR MONEY! I am a Realtor in the state of Texas and have handed out this brochure to my clients on a regular basis, NEVER AGAIN! I had previously owned a home and used American Home Shield, I never had a problem with their service. When I bought my next home I decided to go with National Home Protection because they were running a special - because of my good experience with another home warranty company before, I just figured it would be the same.

I had been in my new home for only 3 months when the heat and a/c both stopped working at the same time. First of all, NHP boasts of same day service and on their homepage they state "If your covered item is beyond repair, NHP will replace your unit with the same or like model". I called in on Friday morning to report the problem. On Monday a tech came out and replaced the nice, very expensive programmable thermostat I had with very cheap, older non-programmable thermostat. I called NHP and they said that the thermostat installed was acceptable, as long as it works. This fixed the HEAT, not the A/C.

The tech that came out said that NHP had only authorized up to $100 to fix the heat and a/c and anything over that was not covered unless I submitted a new work order (READ: ANOTHER SERVICE CALL FEE). I called NHP and after speaking with 3 different individuals and being on hold for over an hour total, I was told that no other work order needed to be created and that the tech would be sent out again the next day. He did show up, but after checking the a/c I was told that NHP would not cover the problem. The compressor was bad ("grounded out") and there was a short in the circuit.

The representative at NHP told me that the coils needed to be cleaned and that is why the labor and parts would not be covered. He said I had to have annual maintenance on the a/c in order to have anything covered. My question was: "How the ** can I have annual maintenance done on the a/c when I've only been in the house for 3 MONTHS?" I spoke to several different people (once again) before being told that a supervisor would call me back within the hour (which never happened).

After 3 hours of waiting on the call, I decided to call back myself. I finally got to speak with a supervisor that was very rude and condescending. When I told him I just wanted to cancel the entire warranty policy, he informed me that there was a $250.00 cancellation fee, plus approx. 3 months of service prorated at approx. $32/month for a total refund to me of $29.00. I paid over $370.00 for the warranty 3 months ago!

Even though logic would say not to cancel, I refuse to do business with a company that treats their customers with such attitude and disrespect, so I opted to cancel, with $29.00 back in my pocket and a goal to let everyone know - clients, family, friends, and anyone else I can reach through sites such as this - DO NOT USE THIS COMPANY!!!

If you opt to use a home warranty, American Home Shield was very good when I used them before. Possibly, in my opinion, even better is just putting into savings the thirty-something dollars a month a home warranty charges you, and taking care of your own home issues that arise, because, quite possibly, that's what you're going to have to do anyway.

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National Home Protection = Fraudulent Business

By Lisa - 06/20/2007

If you are looking at home warranty programs DO NOT, STAY AWAY from NATIONAL HOME PROTECTION. They are absolutely a scam/fraud. I unfortunately switched recently from AHS (American Home Shield) to the FRAUD = NATIONAL HOME PROTECTION. They had a better price and "claimed" that they would give me the same service as American Home Shield. Not even remotely true. They took over $1000.00 from me for THREE properties and REFUSE any CLAIM that you try to process.

And if that isn't enough to deter you from signing up for this scam... They are absolute children, the employees don't have past a grade school education and they are trash. Everyone is extremely RUDE, RUDE, RUDE. They are proud that they scammed you out of money and flaunt it. This is NOT a company, this is a bunch of kids taking peoples money, PLEASE DON'T FALL FOR IT LIKE I DID!!!

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National Home Protection - Fraud

By Rico - 05/07/2007

HAZEL GREEN, ALABAMA -- DO NOT BUY A WARRANTY FROM THIS COMPANY. National Home Protection sent out a contractor to check out my A/C unit. The contractor determined the compressor was bad. National Home Protection said the problem was preexisting. The contractor that National Home Protection sent out called them to inform them that the problem WAS NOT preexisting. National Home Protection then said there was not enough maintenance on the unit and that is what caused it to fail.

Their contractor then stated that was not the case and that no amount of maintenance would make any difference, none of the coils were dirty and everything else they saw was visually fine. Basically National Home Protection is going around in circles and giving excuses to not pay out this claim. DO NOT BUY A WARRANTY FROM THEM.

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Rejected a Claim With Unacceptable Explanation

By ETH - 12/22/2006

NEW YORK, NEW YORK -- My home is covered by a home warranty plan from this company. Recently I had to file a claim for a water heater that had started leaking on the top. Even though they talk about 24/7 claim service, it took them 3 days to respond to the claim by which time the water heater had stopped working.

When they responded, they had a whole load of questions for me. The treatment was very rude… as if I did a crime by filing a claim with them. It took them another day to assign a plumber to look at it. After they told me a plumber has been assigned, it took them another half day and 3 more phone calls (with an average wait time of 15 minutes each) to send the fax to the plumber.

The plumber came in on the next day and took one look at the water heater and said, "You need a new water heater. I will get authorization from NHP and get it done". An hour later, he called me and said that NHP is dragging on the authorization. He himself seemed pretty frustrated with how NHP was treating him. He said, "We don't do business with NHP very often because of their practices". Anyway, NHP tactfully called me at work after I had gone home and left a voicemail saying, "Since our diagnosis indicated that you hadn't been flushing the water heater regularly, we cannot authorize this claim. Have a good day".

I had been flushing it regularly after I bought the house 3 years ago. Nevertheless, the water heater was 28 years old and as the plumber himself agreed, there is nothing you can do to prevent it from dying its natural death. NHP didn't even care to ask me anything or talk to me before just rejecting the claim.

When I called back, the associate was very rude and didn't have anything more to add. Then, I wanted to cancel the policy, but he pointed me to a clause on the contract that the policy cannot be cancelled. At that point, I realized that there is no point in talking to them anymore. I was without hot water for 3 days by now. So, I just walked into Lowe's and got my water heater replaced the same day.

I really want people to be aware of the bad practices of this company because right from purchase (now, that's another story), experiences have been very disappointing. But, it really hurts when you have a home warranty that is not worth the paper that it is written on. Right from my first contact regarding the claim, it was clear that they are trying hard to not honor the claim. I hope my review helps anyone who is considering this company for home warranty. Stay away from them.

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How They Ruin People Lives & Pockets

By Mrs. M - 11/16/2009

I got this warranty plan in December 2008. I was supposed to receive a $200 gift card also from Home Depot. I call them about get my gift card in Jan 2009 said will be sending it was very polite. I forgot about the card. My freeze part of my refrigerator went out. Tried to call said line was not in service anymore. This was in July 09 when this happen.

I called my credit card company to try to get my payment back. I filed the claim they said it was over 6 months and could not locate the company! I am disabled on fixed income. I am a firm believer what go around come around. They will get their 2 fold. I also had to pay out of pocket for my attic fan when the motor went out & garbage disposal - which was covered under this warranty. Thanks for making me more in a hole than I already am.

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Taken

By 1stSgt Dunbar - 07/24/2009

NEW YORK, NEW YORK -- I am active duty military and I deployed for 3 years. I thought this company could assist me here stateside while I went off to fight in a war and they didn't do anything but take me for a ride. I own a home in SC and required assistance for my appliances 6 times. The responded to my request 2 times and only had a repairman show up 1 time. He only looked at the washer and told my tenant to buy a new one and walked out. They have repeatedly failed to return my calls or emails. Sad state of affairs. But as I am now stateside and I have a chance to read about all the other unsuspecting homeowners who were cheated as well, I just feel sick to my stomach.